British Gas

Citizens Advice rating

UK energy supplier. Products & services: Gas, Electricity, HomeCare.

Updated: 2 August 2026

Company Overview

Industry: Energy supply (gas and electricity) and home services
Parent company: Centrica plc
Regulator: Ofgem
Ombudsman: Energy Ombudsman
Legal entity: British Gas Trading Limited (company no. 03078711)

1,122Complaints per 100,000 customer accounts
54.2%Resolved same or next working day
2.61out of 5Citizens Advice star rating (overall)

What customers complain about

British Gas is the UK's largest domestic energy supplier and received 142,860 complaints in Q1 2026. On its own Citizens Advice scores its weakest areas are billing and metering (2 out of 5) and overall complaint volume (1 out of 5 for 'fewer complaints'). The most common issues are billing and metering accuracy, the treatment of prepayment-meter and vulnerable customers — the subject of a May 2026 Ofgem settlement over installations between 2018 and 2021 — and speed of resolution: 85.3% of complaints were resolved within eight weeks and 7,474 were referred to the Energy Ombudsman. Complaints are handled through live chat or the 0330 808 3880 complaints line, with a two-working-day target for written or online contact.

Complaint categories

1
Billing and metering accuracy
British Gas's own Citizens Advice sub-score for billing and metering was just 2 out of 5 in Q1 2026, and its 'fewer complaints' score was 1 out of 5 — the weakest categories in its self-reported scorecard. Billing and metering complaints go through the standard route (live chat or 0330 808 3880); British Gas says its advisers can handle all issues 'from billing to metering'.
British Gas 'our performance' page, Q1 2026 Citizens Advice sub-scores (billing and metering 2/5; fewer complaints 1/5).
2
Treatment of prepayment-meter and vulnerable customers
Ofgem found British Gas fell short in its treatment of an unacceptable number of vulnerable customers who had a prepayment meter installed without proper consent between 2018 and 2021. If your complaint concerns a forced or warrant PPM install, debt handling, or vulnerability, this is the area of British Gas's most significant recent regulatory failing and redress scheme. British Gas suspended warrant PPM installations in February 2023.
Ofgem settlement press release, 15 May 2026: £20m to the Voluntary Redress Fund, up to £70m debt write-off, continuation of a £22.4m support package, plus compensation to customers affected 2018–2021.
3
Speed of resolution and Ombudsman referrals
In Q1 2026 British Gas resolved 54.2% of complaints by the same or next working day and 85.3% within eight weeks — meaning around one in seven complaints was still open at the eight-week mark, at which point the customer can escalate. It referred 7,474 complaints onward to the Energy Ombudsman in the quarter.
British Gas 'our performance' page, Q1 2026 (54.2% same/next day; 85.3% within 8 weeks; 7,474 Ombudsman complaints).

Latest statistics

142,860Complaints received (energy)Q1 2026 (Jan–Mar 2026)
85.3%Resolved within 8 weeksQ1 2026
7,474Complaints referred to the Energy OmbudsmanQ1 2026
2.61out of 5Citizens Advice star rating (overall)Q1 2026

Figures are British Gas's own self-reported complaints performance for Q1 2026 (1 January–31 March 2026), published on britishgas.co.uk in line with Ofgem's requirement for large suppliers to publish complaints data, plus the Citizens Advice star rating British Gas reports for the same quarter. 'Complaints received' counts complaints logged in the quarter; Ombudsman figures are complaints referred onward. These are supplier-reported, not independently audited, and cover a single quarter so should not be read as a long-run rate.

Contact methods

Complaint journey

1
Get in touch
Contact British Gas to raise your complaint.
Typical responseImmediate
What happens
Contact British Gas via live chat (britishgas.co.uk/chat), the complaints line on 0330 808 3880, the online form at britishgas.co.uk/complaints, or by post to the Customer Care Team, PO Box 226, Rotherham S98 1PB. Explain what happened and what you want done to put it right.
2
British Gas reviews it
They review your complaint and aim to respond within two working days.
Typical response2 working days
What happens
British Gas reviews your complaint, aiming to respond to written/online complaints within two working days and to resolve chat/phone complaints the same day where possible. It keeps you updated and tells you if it needs more time.
3
Resolution
British Gas explains what it has done to fix the issue – which may be an apology or a goodwill gesture.
Typical responseVaries
What happens
British Gas explains what it has done to fix the issue — which may be an apology or a goodwill gesture — and closes the complaint once you are happy.
4
Internal escalation
If you're unhappy, ask for it to be escalated. A complaints manager will contact you within two working days.
Typical response2 working days
What happens
If you are unhappy with how the complaint was handled at any stage, you can ask for it to be taken further; British Gas says a complaints manager will contact you directly within two working days.
5
Deadlock or 8 weeks – Energy Ombudsman
If unresolved after eight weeks or you receive a deadlock letter, you can refer your complaint to the Energy Ombudsman.
Typical responseVaries
What happens
If you remain dissatisfied with the outcome, or it has taken longer than eight weeks, you can refer the dispute to the Energy Ombudsman, whose service is free and whose decision is binding on British Gas.

Response times

British Gas's own target: respond to written or online complaints within two working days, and try to resolve live-chat and phone complaints the same day; a complaints manager will call back within two working days if you escalate internally. Regulatory context: energy suppliers must handle complaints under the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. Ombudsman eligibility: you can go to the Energy Ombudsman once eight weeks have passed without resolution, or sooner if British Gas issues a deadlock letter. These are three distinct things — a company service target, a legal duty to handle complaints properly, and the point at which free external adjudication becomes available.

If your complaint isn’t resolved

If British Gas can’t put things right, you can escalate — free of charge — to an independent body:

Energy Ombudsman

Recent news

15 May 2026
Ofgem closed its multi-year investigation into British Gas's installation of prepayment meters under warrant, with British Gas agreeing a redress package: £20m to Ofgem's Voluntary Redress Fund, up to £70m of energy-debt write-off for vulnerable customers, continuation of a £22.4m support package launched in 2023, and compensation to customers affected between 2018 and 2021.
Read more
30 April 2026
British Gas's self-reported Q1 2026 complaints performance shows 142,860 complaints, 54.2% resolved by the same/next working day, 85.3% within eight weeks, 7,474 referred to the Energy Ombudsman, and a Citizens Advice star rating of 2.61/5 (billing and metering 2/5; fewer complaints 1/5).
Read more

Earlier cases

27 July 2011
Historic: Ofgem fined British Gas £2.5 million after finding it had breached the regulations setting standards for how energy companies handle customer complaints.
Read more
27 January 2017
Historic: Ofgem imposed a nominal £1 penalty plus £4.5 million of consumer redress (paid to the Carbon Trust) after British Gas admitted breaching Standard Licence Condition 12 (SLCs 12.18 and 12.21) on installing advanced meters at non-domestic premises.
Read more

Know your rights

Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 (SI 2008/1898)
Requires British Gas to have a proper complaints procedure and handle complaints to set standards. British Gas's 'We're listening' code of practice cites these regulations directly.
Electricity/Gas supply licence Standard Licence Conditions (Gas Act 1986 / Electricity Act 1989), enforced by Ofgem
Set binding rules on British Gas including Standards of Conduct and the fair treatment of customers in vulnerable situations — the conditions Ofgem found breached in the 2026 prepayment-meter case.
Energy Ombudsman scheme (statutory ADR under the Consumers, Estate Agents and Redress Act 2007)
Gives you a free, binding route against British Gas once eight weeks have passed or a deadlock letter is issued.
Consumer Rights Act 2015
Applies to British Gas Homecare and boiler/repair services, which must be performed with reasonable care and skill — relevant to complaints about engineer work or cover claims.

Frequently asked questions

What number do I call to complain to British Gas?

The complaints line is 0330 808 3880, open Monday to Friday 8am–6pm and Saturday 9am–2pm. Live chat at britishgas.co.uk/chat is the quickest route and is open longer hours.

Where do I write to British Gas with a complaint?

Write to the Customer Care Team, PO Box 226, Rotherham S98 1PB. British Gas aims to respond to written and online complaints within two working days.

How long does British Gas have to resolve my complaint before I can escalate?

If it is unresolved after eight weeks, or British Gas sends a deadlock letter, you can take the dispute free to the Energy Ombudsman, whose decision is binding on British Gas.

Is complaining to British Gas the same as complaining to Scottish Gas?

Yes — Scottish Gas is the same company (British Gas Trading Limited, part of Centrica) trading under a different name in Scotland, and uses the same complaints procedure.

Can Ofgem resolve my individual British Gas complaint?

No. Ofgem regulates and can fine British Gas but does not settle individual disputes — that is the Energy Ombudsman's job. Ofgem's 2026 action against British Gas over prepayment meters is an example of regulation, not individual redress.

What people are saying

Real experiences from people who have contacted British Gas.

No stories in this category yet.

Join the conversationComment on other people’s stories or share your own experience.